Why isn't my lead showing up as a new contact?

AI CRM matches contacts by email address, not by each submission, so testing with an address you've already used won't create a new record.

Note: This feature is available on both desktop and the Luxury Presence Mobile App.

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Overview

AI CRM creates and matches contacts by email address, not by each individual form submission. If a lead — including a test you run yourself — comes in with an email address that's already attached to a contact in your account, that submission adds new activity to the existing contact instead of creating a second one. This explains why a new lead sometimes doesn't show up as a new contact, and what to check if you can't find the activity you expected.

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How contacts are matched by email

AI CRM uses the email address on a submission as the matching key for contacts, not the individual submission itself. For example, if a lead comes in on March 1st using a specific email address, that creates a contact. If another submission comes in on March 15th using that same email address, it does not create a second contact — the new activity is added to the contact that already exists.

This matching behavior is the same across every way a lead can reach you, including:

• Your website's contact and inquiry forms
• Live chat conversations
• Property or neighborhood inquiries
• Lead forms from ads

Because matching happens on email address, this also means a genuinely new contact only gets created when the incoming email address hasn't been used in your account before.

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Why activity still appears under an archived contact

Archiving a contact removes it from your active Contacts list, but it does not delete the contact record or change how email matching works. If new activity comes in using the email address of a contact you've already archived, that activity is added to the same archived contact — it does not automatically move back to your active list.

To find activity that landed on an archived contact:

1. Navigate to the Presence® Platform.
2. Click Contacts from the left-hand menu.
3. Use the view selector on the left side of your Contacts list and select Archived.
4. Search for the contact by name or email address to see its full activity, including the new submission.

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How to test lead capture without this confusion

Contacts can be archived, but not permanently deleted, so resubmitting a form with an email address you've used before — even in a different test — will keep landing on that same contact record rather than creating a new one.

• Use a new, unique email address for each test where you want to confirm a brand-new contact is created.
• If you reuse an email address on purpose, expect the activity to group onto the existing contact rather than create a second one.
• If you're looking for a submission that used an email address you've tested with before, check that contact's activity feed, including in the Archived view.

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FAQs

Why isn't my new lead showing up as a new contact?

Contacts are matched by email address, not by each form submission. If the lead — including a test — used an email address that already has a contact in your account, it added activity to the existing contact instead of creating a new one. To confirm a new contact gets created, use an email address you haven't used with your account before.

Why is my new lead activity showing up on an archived contact?

If a contact was previously archived and new activity comes in using that contact's email address, the activity attaches to the same archived contact rather than creating a new one, and it does not automatically move back to your active list. Select Archived from the view options on your Contacts list to find it.

Does this happen with real leads, not just tests?

Yes. Any lead-capture form, chat message, or inquiry that uses an email address already attached to a contact — active or archived — adds to that same contact rather than creating a new one. This applies to every way a lead can reach you, including your website's contact forms, live chat, and property or neighborhood inquiries.

Can I permanently delete a contact so I can start over with the same email address?

No. Contacts can be archived, but not permanently deleted. If you want to confirm that a new submission creates a brand-new contact, use an email address you haven't used with your account before.

Is contact matching by email available on the Luxury Presence Mobile App?

Yes. Contacts and their activity are available on both desktop and the Luxury Presence Mobile App, so email-based matching works the same way no matter which one you use.

How do I contact Luxury Presence support about a missing lead?

If you've checked the contact's activity feed and the Archived view and still can't account for a lead, contact our support team:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com (general) / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2 (Monday–Friday, 6:00 AM–6:00 PM PT)